Date Received: 2019-04-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I have a loan with LOANCARE SERVICING CTR. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and LOANCARE SERVICING CTR were no successful resolution. XXXX, XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late an 2018, XX/XX/2018, XX/XX/2018, XX/XX/XXXX, XX/XX/2018, XX/XX/2018, XX/XX/2018, XX/XX/2018, XX/XX/2018, XX/XX/2018 2018
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home and escrow wired a payoff to XXXX via loancare. The wire was confirmed received on XX/XX/XXXX. On XX/XX/XXXX XXXX took out another mortgage payment from my checking account and then transferred my loan to another servicer, XXXX. I called XXXX to ask why was another payment taken out after my loan had been paid off the previous Friday. They said they only show the payment was received and that the loan was transferred. I then called my escrow company and they said the wire was not returned. I then called XXXX and they said they have no info of my loan to call back in 7 days. I am now missing $ XXXX approximately of my payoff monies, an additional {$1900.00} out of my checking account and my home is no longer in my name. I am sure RESPA requires XXXX to account for the monies that were wired to them on XX/XX/XXXX. XXXX refuses to provide me any info and simply tells me to call XXXX. No one knows where the $ XXXX went. I would believe this is in violation of RESPA law whereby servicers are required to account for all monies and be transparent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LoanCare LN XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX XXXX XXXX XXXX, I am not even sure how to begin our complaint as we have now had to file a CFPB complaint on 100 % of the files currently being serviced by Loancare. Our current issue is on short sale for a VA loan on this property ( XXXX XXXX XXXX, XXXX XXXX CA XXXX ). I dont know if your employees are untrained, are not able to read or comprehend English, have been told to delay file submittals to squeeze more servicing fees out of the investor ( *** Yes I am stating that you are defrauding the US Federal government by doing this ) .. Or, you simply hire the dumbest people on the planet. You choose, either one of the above says a lot about the lack of care given to your servicing of loans under your care. The most recent debacle centers around your Loss Mitigation Specialist I, XXXX XXXX, asking how a solar judgement that she found on title was being taken care of. She has asked this THREE TIMES on XX/XX/XXXX and XX/XX/XXXX, and we answered this question TWICE ( for the record there IS NOT SOLAR JUDGEMENT ON THE TITLE report ), but supplied her with a copy of the title report. Apparently, your employee doesnt know the difference between a financing statement ( aka solar lease ) and a judgement. When we called in on XX/XX/XXXX2019 to follow up, we were told that Loancare was ordered their own title report. I am confused. Did XXXX lie about having a title report and seeing a Solar Judgement on it or did she just make it up. See attached emails, Title Report and our Authorization Letter. XXXX mentioned in THREE emails that their title report has a solar judgement on them. I would really like to know why the feet dragging on this file ( other than the obvious reasons of lack of training or simply attempting to squeeze more money out of the VA ). Please rectify the situation immediately on this file. For ease, we are cross filing this complaint with the following organizations : 1 ) CFPB 2 ) State of California Attorney Generals office 3 ) Department of Veterans Affairs ( Southwest Region ) 4 ) Congresswoman XXXX XXXX, House Financial Services Committee Chair
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Yearly habit of not paying our home owners insurance from the escrow account. Letting our policy expired then threatening us with increased in mortguage payment and shorting our escrow account. XX/XX/19 HOMEOWNERS INSURANCE NOT PAID FROM ESCROW DESPITE receiving the bill from XXXX XXXX. This is a yearly occurance from this mortguage company Loan care out of XXXX XXXX.Please read below.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am in the process of fixing my home after a hail storm. So far I have replaced the roof, the siding, and am in the process of replacing a bay window. My loan provider ( loancare ) has consistently failed to notify me of evolving requirements of theirs, and has had otherwise non-existent communication aside from periodic threatening letters, which I brought to their attention. I have not had a late payment since purchasing my home in 2003. They failed to notify me of a requirement of theirs that I provide a release of lien, a W9, and a signed contract. They say once the account goes over $ 20k this is required, however, when speaking with a representative two days prior, I was assured all I had to do was send in the check with the loan number affixed. After sending all of the required documents, they then told me I needed to endorse the check prior to sending it, and they returned the check to me unsigned. At no point was I told to endorse the check, in fact I was advised earlier not to endorse the check for safety reasons. Also, the office they list in CO claims they do not have access to any information, and are solely for debt collection. This is misleading to say the least. These are but a handful of issues I have had with this company, and I am concerned with my ability to fulfill my obligation to complete work on my house in a timely manner when I am met with such dysfunction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80027
Submitted Via: Web
Date Sent: 2019-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We Purchased a new Insurance for our home. Loancare has had money sitting in an Escrow account for over a year and keep reporting us late and adding fees onto our loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80124
Submitted Via: Web
Date Sent: 2019-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: LoanCare has now failed to pay my property tax for three months now, with penalties this bill is over {$1800.00} USD at this time. I have contacted this company eight ( 8 ) times by telephone [ XX/XX/XXXX ; XXXX ; XXXX ( supervisor XXXX XXXX ) ; XX/XX/XXXX ( supervisor unknown ) ; XX/XX/XXXX ; call back XX/XX/XXXX ( supervisor XXXX # XXXX ) ; XX/XX/XXXX ; XX/XX/XXXX ( representative XXXX ) ] and spoken to three different supervisor that gave me three different resolution dates. The last resolution date give was XX/XX/XXXX but nothing was accomplished. I need this tax bill paid before it has an effect on my mortgage, my credit and my security clearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: LoanCare XXXX XXXX XXXX XXXX XXXX XXXX, XXXX CA XXXX XXXX XXXX We started a short sale with LoanCare on XX/XX/XXXX. They have had our authorization on file since XX/XX/XXXX. We were told today that LoanCare had contacted the borrowers mortgage broker that originated the loan, telling him that the borrower had stopped making payments and asking if they knew what was going on with the situation. By contacting the mortgage broker, LoanCare has released private information to a non-authorized third party and made an illegal attempt at debt collection. Unfortunately we have a lot of files with LoanCare right now and we are seeing a disturbing trend on all of these files where they are violating both state and federal law. Who is overseeing their training? My guess is No One. THESE ACTS ARE ILLEGAL AND A CLEAR VIOLATION OF THEIR SERVICING GUIDELINES. I want LoanCare fined the maximum of $ XXXX due to their purposeful and egregious ILLEGAL ACTS. ***This can not possibly be the only file LoanCare has done this on. I want them investigated for FDCPA Violations. Who else have they given out our clients private information to? CC : US House Committee on Financial Services Chairwoman XXXX XXXX. Attorney General XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX To whom it may concern : In XX/XX/XXXX I did a refi of my 30 year fixed rate mortgage with XXXX XXXX XXXX. The refi was a 15 year fixed rate at 3.75 %. At the time that I closed my mortgage payment was {$1000.00}. Two months later the mortgage was sold to Loancare mortgage company. After Loancare took over my mortgage, my payment was lowered to {$1000.00}. In XXXX of XXXX Loancare adjusted my mortgage payment to {$1000.00} to adjust for the shortage in taxes and insurance. It was my understanding that at the end of XXXX my mortgage would revert back to the original refi rate. In XXXX my mortgage payment increased by {$55.00}. My annual escrow account disclosure statement revealed that there was a {$750.00} shortage. My taxes have remained the same since XXXX and I have not missed a payment. I spoke to XXXX XXXX ( escrow managerXXXX ) and explained my situation to her. She said one of her managers would contact me. I was at a Drs office when they called and asked if they could call later on in the day. I have never heard from them again. I have left several messages for Ms. XXXX but have not received a return call. I have had several other conversations with their customer service department. Nobody has been able to give me an answer about why there was a shortage at the end of XXXX. I WOULD LIKE TO KNOW HOW DID I END UP WITH A SHORTAGE AT THE END OF XXXX ( {$750.00} ) WHEN MY TAXES AND INSURANCE DID NOT INCREASE AND I MADE ALL OF MY PAYMENTS ON TIME? XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08205
Submitted Via: Web
Date Sent: 2019-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My complaint is with LOANCARE A SERVICELINK COMPANY, this complaint starts back to XX/XX/2018, after Hurricane Michael had destroyed my condo in XXXX XXXX FL, I took the right steps in notifying them right away that the property was destroyed and I asked them what my next steps should be. They told me they would put a forbearance on my account for 3 months, at the time I thought this would be enough time for me to receive my insurance checks and payoff my mortgage because the HOA voted to not rebuild the condos. Once the 3 months was up I informed them that I was still waiting for a 3rd insurance check to pay off the mortgage in full. LOANCARE told me that there was nothing they could do and expected me to make an XXXX mortgage payment on a property that was destroyed, after I had to move, find a new job and place to live. I told them I could not do this and asked them to wait a few weeks for the last insurance check. They did not, and started attacking my credit with a 75 point deduction every month that it was late. When I finally received the 3rd insurance check, I Noticed that the check was made out to the wrong mortgage company ; it was made out to XXXX XXXX XXXX XXXX, the mortgage company I originally bought the mortgage from, they then sold the lean on the property to LOANCARE. I was told by the XXXX XXXX ( where the property is located ) Clerk of court that the records have to be updated by the mortgage company that they own the lean on that land. ( you are supposed to do this when a mortgage company transfers to another, but it was not done ) So the HOA Trust fund can cut me a new check with the updated mortgage company. I have been calling countless time to inform them of this to no avail. They just transfer me back and forth between their insurance department and mortgage department. Telling me they have no idea who deals with that or they will do it and then nothing happens, I then call back, and they act like they never even heard from me in the first place. At the same time they pile more and more late fees, interest, onto the payoff statement. It has been 6 months since Hurricane Michael. I have the means to pay it off in full but they will not do their part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92102
Submitted Via: Web
Date Sent: 2019-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A